How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

TLC Associates

The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash or even a net loss when the dust settles. An expensive customer acquisition process shouldn’t be the price of admission to run a successful business. The good news is that you can lower your customer acquisition costs without hurting your customer experience. Who are your ideal customers?

Click-To-Call: How It Impacts the Customer Experience

aircall

It has been a simple task and easier for customers to reach you as they are directly in touch with the company. Again, a customer does not have to download any software other than standard plugins. From the above data, you can see how important click- to- call is to the customers.

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How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. FCR measures on a bot-led service provide the ability to measure results from the customer’s perspective. Tracking the inbound calls.

5 Ways to Mystery Shop B2B

Ann Michaels and Associates

Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience. Understanding your customer’s journey in a B2B environment takes a little more creativity. Ask typical questions of the sales person.

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Creating Employee Experiences That Drive Customer Delight

CX Journey

Discover the importance of employee engagement and happiness in driving customer delight. Achieving customer delight is paramount to the success of a business. Customer satisfaction is no longer enough – at least for businesses that want to thrive instead of just survive.

How to Tell if an Outsourced Contact Center Is Right for Your Business

TLC Associates

While there can be clear benefits to outsourcing your customer service or contact center, such as lower labor costs, there are tradeoffs that also need to be considered. You’ve built a successful company and a loyal customer following. Now you want to focus your energy on expanding the business and attracting new customers for your product or service. But what about those initial customers who chose your company? Consider 360° views of your customersexperience.

How Mention Uses Aircall to Boost Sales and Customer Success

aircall

Founded in 2012, Mention rapidly acquired over 650,000 customers. Mention’s phone operations are split into three functions: An outbound sales team t o discover new leads and set up product demos. Aircall’s phone system optimizes both efficiency and customer experience.

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B2B Mystery Shopping Improves Your Business

Ann Michaels and Associates

Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience. Understanding your customer’s journey in a B2B environment takes a little more creativity. Ask typical questions of the sales person.

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5 ways to use speech analytics for insurance to deliver better experiences and gain efficiency

Tethr

Over the past few years as AI-based speech-to-text transcription has become more accurate, more and more businesses that have enormous amounts of phone interactions with their customer base have sought out a way to use this technology to make sense of the millions of minutes of phone calls they’re recording. Insurance companies, especially, have been yearning to figure out a way to use this transcription technology to better understand what their customers need and want.

Best Practices for your Quality Monitoring Form

Customer Relationship Metrics

It’s not an uncommon to expect internal quality monitoring (iQM) scores to mirror customer evaluations of the experience. Why wouldn’t the monitoring team be effective at scoring the caller’s experience on a call? What does the customer say?

How Inbound and Outbound IVR Advantages For Your Contact Center

Dialer 360

Call center world and persons familiar with the soft voice press-1 for sale. Further, you will see the IVR tool is and how it may advantage your call center customer experience. This is how your team and customer themselves route calls to dynamic groups and parties.

New Talkdesk for Slack Integration

Talkdesk

Talkdesk for Slack applies the benefits of this innovative tool by harnessing the power of real-time messages in order to improve customer support, agent coaching and more. We announced Talkdesk for Slack at Opentalk 2016 , our inaugural customer experience summit.

How We Reached 100,000 Unique Views a Month on LiveChat Blog

LiveChat

The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers. Remember my first article about angry customers?